Refund Policy

Food City Refund Policy Last updated: 31 August 2026 1. OVERVIEW This Policy explains how returned value works on Food City. Eligible meal skips, pauses, full subscription cancellations and plan downgrades issue Redeemable Credit inside the platform. Redeemable Credit is not Wallet balance and is not cash returned to a bank or card. 2. WALLET & CREDIT ARE STORED VALUE Your Wallet balance can be used where the app offers Wallet payment. Redeemable Credit can be applied to eligible meal-plan purchases and adjustments at checkout, but cannot be spent at the canteen or withdrawn as cash. All amounts are in Bahraini Dinars (BHD). 3. SKIPPING OR PAUSING A MEAL — MEAL CREDIT When you skip or pause a meal for a day (from the app, before the cutoff — by default at least 36 hours before the meal), that day's meal is cancelled and its value is returned as meal Credit, not cash. An administration fee (by default 10%) is deducted, so Credit for a day = daily rate minus the admin fee. - Credit becomes usable on the meal's date and may be selected at checkout for an eligible meal-plan purchase (oldest Credit first). If only part of a Credit is needed, its unused remainder stays available. - Credit expires after a validity period (by default 2 months after the related subscription ends); expired Credit cannot be used. - You can resume a skipped/paused day before the cutoff to restore the meal and cancel the pending Credit. 4. FULL SUBSCRIPTION CANCELLATION — REDEEMABLE CREDIT If your plan allows cancellation, cancelling the whole subscription issues the pro-rated value of remaining working days as Redeemable Credit: credit = remaining working days × (price paid ÷ total working days). A tier cancellation charge (a percentage set for that plan, default 0%) may be withheld. If the subscription has already ended, the credit is zero. Some plans do not permit cancellation. 5. PACKAGE UPGRADE / DOWNGRADE Upgrading to a higher tier charges the prorated price difference. An eligible downgrade issues the prorated difference as Redeemable Credit. Start-date or plan changes are only possible before any meal has been prepared, delivered or cancelled. 6. OPERATOR / ADMIN-INITIATED CANCELLATIONS If the canteen or administration cancels meal days (for operational reasons), the full daily value of those days is issued as Redeemable Credit (no admin fee), following any required internal approval step. 7. NO DOUBLE REFUND A meal day that has already been skipped, paused, cancelled or refunded cannot be credited or refunded again. 8. PAYMENT FAILURES & DUPLICATE CHARGES Online payments are verified and reconciled automatically. If a payment is taken but the plan/top-up is not applied, or you are charged twice for the same order, the amount is reconciled and credited to your Wallet. If you believe a charge is wrong, contact us with the date, amount and reference. 9. WHAT IS NON-REFUNDABLE Meals already delivered or consumed; days that have already elapsed on an active plan; administration fees deducted on skips/pauses; expired Credit; and discounts/vouchers (which have no cash value). 10. HOW TO REQUEST Most actions (skip, pause, cancel, upgrade) are done in the app and processed automatically. For any refund question or dispute, contact [email protected] with your student name, subscription number and the relevant dates. 11. PROCESSING Wallet refunds and Credits are applied to your account, and are usually reflected immediately or shortly after the action or reconciliation. Cutoff times, admin-fee percentage and Credit validity are set by the operator and shown in the app at the time of the action. 12. CONTACT Food City Bahrain (under the management of Food Co W.L.L.) — [email protected].